Customer Program Manager Cisco Systems

What You'll Do

• Build customer trust through professional leadership, management and reporting of complex projects from kick off to successful delivery and close out

• Build and maintain project plans, including project P&L, outlining tasks, landmark dates and allocation of resources aligned to statements of work (SOWs)

• Implement and maintain detailed project reporting, including Project burn rate, progress against plan, risks, dependencies and assumptions ensuring this is clearly reported to the key customer stakeholders

• Identify and promote opportunities for Splunk products and services to meet additional customer requirements

• Maintain a regular cadence with the sales teams to understand the upcoming opportunities and the requirements for PS engagement

• Collaborates with Sales Engineering to ensure PS is engaged in a timely manner to have sight of and the ability to influence technical detail and content

• Build customer confidence in outcomes through leveraging methodologies, blueprints, templates, Service Offerings and successful experiences with related solutions

• Understands at a high-level the solution options available to meet customer requirements and know how to leverage the relevant SMEs to ensure outcomes are clearly defined and customer expectations set

• Effectively executes the RFP/SOW process in partnership with the sales teams and supporting PS teams

• Maintains accurate and up-to-date reporting, documentation, and system information to ensure there is accurate forecasting of both bookings and revenue

• Active involvement in remediation of customer problems, serving as customer advocate to ensure problems are effectively and rapidly resolved

Desired Skills and Experience:

• Bachelor s degree in technology, marketing, management or equivalent field

• 5-10 years of proven experience in service and / or software sales or program management

• Strong understanding of lifecycle service, professional services and enterprise software agreements

• Ability to manage multiple customer personas and tailor communications accordingly both verbally and written

• Demonstrated leadership skills with experience managing teams and driving critical initiatives

• Proficient in forecasting, market analysis, and customer satisfaction metrics

• Proven experience leading delivery of sophisticated customer projects with cross-functional teams using waterfall and agile project delivery methodologies

• Professional Services tools familiarity; Professional Services Automation, CRM, Project Management tools, such as FinancialForce, Salesforce, Jira, etc.

• Technical competence; able to translate most customer requirements into proposals with minimal support from consultants / architects